Technical Support Executive

As a Tech Support Executive at ZaranTech, your role will involve providing support for enrolled students, addressing various technical issues related to LMS, Google apps, Zoom, and server/tenant support. You will be responsible for resolving tickets raised by students within 24 hours, troubleshooting common user problems in real-time, escalating critical issues to the technical team, and maintaining ownership of incidents until resolution. Additionally, you will be required to communicate effectively with customers, collaborate with sales/chat coordinators, and report daily to your Lead on issue statuses. Key Responsibilities: - Daily resolution of tickets raised by students with a turnaround time of less than 24 hours - Solve basic user problems in real time, including software functionality, data communication, installation issues, etc. - Escalate top priority issues to the technical staff and participate in troubleshooting technical problems - Maintain ownership of issues until resolution, adhering to SLAs - Act as the front-line technical contact for customer interactions - Collaborate closely with sales/chat coordinators and escalate for technical or business emergencies - Report daily to your Lead on any issues and statuses Qualifications Required: - Minimum 2 to 5 years of experience as a Technical Support Executive handling tickets - Good English communication skills - Comfortable in making outgoing calls to resolve issues - Willingness to work in rotational shifts - Preferred: Prior knowledge of Google Apps (Gmail, Google Drive, Google Sites), Zoom, and experience working in an Edtech firm Location: Domlur, Bangalore CTC: As per market standards ZaranTech offers several benefits to its employees, including: - Medical Insurance for Individual and Family through Oriental Insurance - Direct deposit of salary to Bank account - Earn 1.5 days of vacation every month - Travel Allowance based on your profile - Overtime paid at 1.25 times upon approval - Comp off benefits - PF benefits with 100% Employer matching - Holidays followed as per the USA calendar Join ZaranTech and be a part of a global Edtech company dedicated to providing high-quality training in IT technologies.,